Why do videos uploaded to Dropbox from iPhone X only play audio on a desktop?

[Jerfle]

All videos from iPhone X have sound but the video image is missing when downloaded to my PC running Windows 10.  The videos were shot on multiple video apps with the same result.   The result is the same for automatically synced videos (Camera Uploads Folder) or uploaded manually with the ios app.   The videos appear to play normally within the Dropbox web app but when downloaded to my PC the problem occurs.   I have an iPhone 6s connected to the same Dropbox account and the videos are normal.   

[Jane]

Hey Jerfle, hope you had a great time during your holiday, let’s look into what you’ve experienced together!

As you’ve mentioned that the file play normally online, the cause is most probably outside Dropbox, though I’d like to check it with you. Could you include a step-by-step description of what’s happening in your next message, so that we work on that together? 

• What’s the file extension & the file size? 
• Would you mind including a shared link to the file in your next reply (if you’re comfortable sharing of course), so that I reproduce on my end?  

I’ll be awaiting your next post here!

[GeologyMule]

I am having the same issue. 

I recently got an iPhone X and I always upload my photos and videos to Dropbox via the camera upload.  They are then synced on my laptops.  I'm using Windows 7.  All of my videos that were uploaded from my previous iPhone 6sPlus play just fine.  Only the videos I have uploaded since I got my new phone play audio only and no video.  I've tried opening with both Quicktime and Windows Media Player.  I don't even see an image in the thumbnail with the iPhone X uploads, but I see them with the iPhone 6sPlus uploads.  However, if I access the same file while on Dropbox.com, it plays video.

[Jerfle · Accepted solution]

I was able to resolve the issue by changing the format that my iPhone X saves video.   With iOS 11, Apple launched a new compression format - HEIF/HEVC.   Only the newer Apple hardware is compatible with the new compression which may save up to 50% of space, ie even though ios 11 is running on a 6s, it would not use the new compression software.   

To change the format that your iphone X saves video ... 

Settings --> Camera --> Formats --> Most Compatible  

With this setting you won't be able to shoot larger formats like 4K on your phone, but it will be compatible with the Dropbox app on a Windows Computer.  

[GeologyMule]

That seemed to fix it. Thank you very much.

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